Team Lead of Retention

We are looking for a Team Lead of Retention who will take ownership of the retention function, build an effective CRM and retention system, strengthen the team, and elevate user communications to the next level.

This role is ideal for a strong hands-on leader who can think strategically while staying deeply involved in execution: building communication flows from scratch, developing internal team processes, managing the CRM function, and implementing modern approaches, including AI and process automation.

What you will be responsible for

• Own the retention strategy and further development of the CRM function.
• Build retention flows from scratch, including lifecycle, trigger-based, promotional, reactivation, and behavioral communications.
• Design and implement CRM mechanics to drive retention, LTV, engagement, and repeat activity.
• Manage the CRM platform and communication logic, including hands-on work with Customer.io и Smartico.
• Work with Tier-1 markets, adapting strategies, offers, and communication approaches to highly competitive audiences.
• Develop segmentation, personalization, and user communication scenarios based on data and behavioral insights.
• Lead the retention/CRM team: set priorities, develop team members, and build effective collaboration within the function.
• Establish internal team processes, including planning, production flow, quality control, campaign launches, analytics, testing, and reporting.
• Work closely with Product, Analytics, BI, Marketing, Design, and Engineering teams.
• Launch and scale A/B testing, analyze communication performance, and identify growth opportunities.
• Explore and implement AI-driven solutions for personalization, content generation, CRM operations optimization, and team efficiency.

• Drive and implement automation initiatives across CRM and retention operations.

   

What we are looking for

• 4+ years of experience in Retention / CRM, including experience in a lead or manager role.
• Proven experience working with Tier-1 markets.
• Strong hands-on experience in building retention flows from scratch.
• Solid experience with Customer.io.
• Experience managing the CRM function and developing retention as a structured business capability.
• Team management experience, including task setting, people development, and performance/quality control.
• Proven experience in building internal team processes, from briefing and production pipelines to analytics and post-campaign reviews.
• Strong understanding of CRM metrics, including retention, churn, reactivation, repeat conversion, engagement, and LTV.
• A data-driven mindset with the ability to make decisions based on analytics, cohorts, segmentation, and testing results.
• Ability to combine strategic thinking with hands-on execution.

• Strong cross-functional communication and stakeholder management skills.

   

Nice to have

• Experience in highly competitive B2C digital products.
• Experience with multi-channel CRM, including email, push, in-app, SMS, onsite, and messengers.
• Practical experience integrating AI tools into CRM and marketing workflows.
• Experience automating routine tasks, production processes, and communication orchestration.
• Understanding of lifecycle marketing, customer journey orchestration, and personalization at scale.

• Experience in fast-growing environments where systems need to be built almost from scratch.

   

What matters most in this role

We are looking for someone who:

• knows how to build a retention system, not just run campaigns;
• understands how to engage demanding audiences in Tier-1 markets;
• can be a strong team leader while also going deep into CRM operations;
• sees growth opportunities through AI, automation, and smart personalization;

• can bring structure to processes and scale the function effectively.

   

What we offer

• The opportunity to build and scale the retention function with a direct impact on the business.
• A strong leadership role with real ownership and accountability.
• Room to introduce new approaches, AI tools, and automation solutions.
• A team and environment where you can influence strategy, processes, and outcomes.
• Competitive compensation and terms discussed individually.